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Shipping policy

At Martenitza, we are committed to providing a smooth and reliable shopping experience, from the moment you place your order to the delivery of your jewelry. We offer international shipping to serve customers across the world.

Please review this Shipping Policy to understand our order processing procedures, estimated delivery times, shipping responsibilities, and delivery-related guidelines.

1. SHIPPING DESTINATIONS

Martenitza ships to customers in the following regions:

  • United States

  • United Kingdom

  • Canada

  • International destinations worldwide, subject to shipping availability

Available shipping destinations and delivery options will be displayed during checkout. If your country or address is not supported, please contact our customer support team before placing your order.

2. PROCESSING TIME

After you place an order, we begin processing it for fulfillment.

Order processing includes payment verification, order preparation, quality checks where applicable, and shipping arrangements.

Processing time is separate from transit time. The total time required to receive your order may therefore be longer than the estimated shipping timeframe stated below.

During busy shopping periods, holidays, or other operational disruptions, processing may take longer than usual. We will make reasonable efforts to fulfill orders promptly.

3. ESTIMATED SHIPPING AND DELIVERY TIMES

Our current estimated delivery timeframes are as follows:

United States, United Kingdom, and Canada

  • Estimated delivery: 5–10 days

All Other International Destinations

  • Estimated delivery: 7–12 days

These timeframes are estimates and are not guaranteed delivery dates. Actual delivery times may vary depending on the destination, shipping carrier, customs clearance, local delivery conditions, and other circumstances beyond our reasonable control.

Unless otherwise stated at checkout, these estimates refer to transit time after dispatch and do not include order processing time.

We recommend allowing additional time during public holidays, peak shopping seasons, and periods of unexpected shipping disruption.

4. SHIPPING COSTS

Applicable shipping charges, if any, will be displayed at checkout before you complete your purchase.

Shipping costs may vary depending on the destination, shipping method, order details, and any available promotions.

Please review your order summary carefully before submitting payment. Any shipping offer or free-shipping promotion will be subject to the terms stated when the offer is presented.

5. ORDER CONFIRMATION AND TRACKING

After placing an order, you may receive an order confirmation email containing your order details.

Where tracking is available for your shipment, tracking information will be provided once it becomes available from the shipping carrier.

Please allow time for tracking information to update after dispatch. Some carriers may take additional time to register the first tracking scan.

If you have not received your order confirmation or tracking information, please check your email's spam or junk folder before contacting our support team.

6. ACCURACY OF SHIPPING INFORMATION

Customers are responsible for providing a complete and accurate shipping address, including the recipient's name, street address, city, postal code, country, and contact information where required.

Please review your shipping details carefully before completing checkout.

If you notice an error after placing an order, contact us as soon as possible at contact@martenitza.com. We will make reasonable efforts to assist with address corrections before the order is dispatched, but changes cannot be guaranteed.

If an order cannot be delivered because of incorrect or incomplete address information, additional delivery or reshipping charges may apply where permitted by law.

7. INTERNATIONAL SHIPPING AND CUSTOMS

International shipments may be subject to customs inspections, import duties, taxes, brokerage fees, or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout or required by applicable law, customers are responsible for applicable import charges.

Customs authorities may inspect or hold shipments, which can extend delivery times. Martenitza does not control customs procedures, clearance decisions, or processing schedules.

Customers are responsible for ensuring that their orders comply with the import regulations applicable in their destination country.

8. SHIPPING DELAYS

Although we work to provide reliable delivery estimates, delays may occasionally occur due to circumstances outside our control, including:

  • Customs inspections or clearance delays

  • Weather conditions and natural events

  • Public holidays and peak shipping periods

  • Carrier service disruptions

  • Transportation delays

  • Incorrect or incomplete shipping information

  • Government restrictions or other unexpected events

If your shipment is delayed, please check the available tracking information first. If you need further assistance, contact us with your order number.

We will make reasonable efforts to help you obtain an update from the relevant shipping provider where possible.

9. LOST, MISSING, OR UNDELIVERED PACKAGES

If your order has not arrived within the estimated delivery timeframe, please contact us so we can review the shipment details.

Before contacting us, we recommend checking the tracking status, confirming your shipping address, and checking with household members or the delivery location for any package received on your behalf.

Where tracking indicates that a package has been delivered but you have not received it, we may ask you to confirm the delivery address and provide any relevant information needed to investigate the issue.

We will review reported shipping problems and work with the relevant carrier where appropriate. Available remedies will depend on the circumstances and applicable law.

Nothing in this section limits any mandatory rights you may have under applicable consumer protection laws.

10. DAMAGED OR INCORRECT ITEMS

We take customer concerns seriously.

If your order arrives damaged, defective, or different from what you ordered, please contact us at contact@martenitza.com as soon as reasonably possible.

To help us review your request, please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the item and packaging, where relevant

We will review the information provided and explain the available resolution options in accordance with our Refund and Return Policy and applicable law.

11. DELIVERY AVAILABILITY

Delivery availability may depend on the destination, carrier coverage, local restrictions, and the shipping services available at the time of purchase.

If a destination becomes unavailable or a shipment cannot be completed for reasons that prevent fulfillment, we will contact the customer where reasonably possible and arrange an appropriate resolution in accordance with applicable law.

12. CHANGES TO THIS SHIPPING POLICY

Martenitza may update this Shipping Policy from time to time to reflect changes in shipping services, delivery estimates, operational procedures, or legal requirements.

Any revised version will be published on this page with an updated “Last Updated” date.

We encourage customers to review this policy periodically before placing an order.

13. CONTACT US

If you have questions about shipping, delivery estimates, tracking information, or an existing order, please contact us.

Business Name: Martenitza

Email: contact@martenitza.com

Phone: +971 50 589 2737

Business Address:
Ras Al Khor Industrial Area 2, Dubai DU, United Arab Emirates

Our customer support team will make reasonable efforts to assist you with your inquiry.

Thank you for shopping with Martenitza. We appreciate your trust and look forward to delivering your jewelry.

© 2026 Martenitza. All Rights Reserved.